Refund policy
Refund Policy
At Refine London, we're committed to delivering quality professional products. If something isn't right with your order, we'll do our best to make it right.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and unopened, in its original sealed packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at contact@refinelondon.com including your order number.
If your return is accepted it will be processed within 3 business days of receiving the returned item and confirming its condition. If your item is faulty we'll send you a paid return shipping label, as well as instructions on how and where to send your package. In all other circumstances you will need to cover the cost of return postage, which will be deducted from the refund amount.
If your order originally qualified for free shipping and you request a return, the actual original shipping cost and the return shipping cost will be deducted from your refund amount.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at contact@refinelondon.com
Abuse Prevention
Refine London reserves the right to refuse returns from customers suspected of abusing the return policy. Factors considered include but are not limited to excessive return frequency, unusual return patterns, or returns of items that are clearly damaged due to misuse.
Damages and Issues
We carefully inspect all orders before dispatch. Please inspect your order upon delivery — if you receive a faulty, damaged, or incorrect item, contact us within 48 hours so that we can evaluate the issue and make it right.
Please include:
- Your order number
- A description of the issue
- Photographs and/or videos where applicable
We may also request batch numbers and additional information to assist with our investigation. Products should not be disposed of until our team has completed the investigation process, as we will not be able to process the return without the item.
Missing Items
If you believe an item is missing from your order, please notify us within 48 hours of delivery.
Incorrect Address
Customers are responsible for ensuring their shipping address is correct at checkout. If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for the cost of reshipping. If reshipment is declined, original shipping costs will be deducted from any refund.
Refine London is not responsible for delivery failures caused by incorrect address information provided at checkout.
Exceptions / Non-Returnable Items
For hygiene reasons, we are unable to accept returns on any items that have been opened or used, including personal care and beauty products. Items must be returned unused and in their original sealed packaging to be eligible for a refund. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unless specified otherwise, sale items, discounted items, promotional items, special offers, and limited collections are not eligible for return, refund, or exchange.
Gift cards and digital products are non-refundable.
Exchanges
We only replace items if they are faulty, damaged, or supplied incorrectly. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Education Courses / Digital Products
Education course bookings may be subject to separate Education Terms and Conditions. Digital education products, downloadable content, and online education materials are non-refundable once accessed, downloaded, or issued.
Gift Cards
Gift cards are non-refundable and cannot be exchanged for cash.
International Orders
International orders are shipped at the customer's risk. Customers are fully responsible for any customs duties, import taxes, VAT charges, and compliance with their country's import regulations. These charges are not included in the shipping price and are determined by your country's customs authorities.
Once an international order has been transferred to the shipping carrier, Refine London is not responsible for delays, customs holds, lost packages, or failed delivery attempts. Delivery times for international shipments are estimates only and are not guaranteed.
By placing an international order, the customer acknowledges and accepts all risks associated with international shipping and importation.
European Union 14-Day Cooling Off Period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unused and unopened, in its original sealed packaging. You'll also need the receipt or proof of purchase.
Refunds
We will notify you once we've received and inspected your return and let you know if the refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at contact@refinelondon.com.